Orders
Take, fulfil, and track customer orders. Orders flow through statuses from placement to completion (or cancellation).
Why order management matters
Orders are the revenue engine. Every order that sits unconfirmed is a customer waiting — and possibly cancelling. Fast, accurate order management directly affects customer satisfaction and your shop's reputation.
How to navigate the orders screen
- Segmented controls — Status (for example New / Preparing / Completed / Cancelled) and Fulfilment type (Delivery / Pickup) filters.
- Search — find by order number, or the nearest order.
- Views — a Kanban board (columns per status) or a table.
- New order button — start a manual order on a customer's behalf (see below).
The table shows: Order (short ID), Customer (name, phone), Status, Payment (method + status), Total (UZS), and Placed time. Rows are paginated.
Notifications badge counts orders that need attention.
When to use Kanban vs. table
Kanban when you want a visual overview of order flow — drag orders between columns as they progress. Table when you need to search, sort, or filter orders quickly.
When to check the notification badge
Regularly. The badge counts new orders that need your attention. A high count means orders are piling up — staff them or customers will wait too long.
How to fulfil an order
Opening an order shows:
- Status timeline — where the order is in its lifecycle.
- Delivery / pickup block — address (with a map link) or branch, plus the recipient's name and phone.
- Items — each line item with image, name, options, and price.
- Cashback earned (per item and total) and how much was redeemed.
- Notes — the customer's note.
- Payment — method (card/cash) and payment status.
Step 1 — accept the order
Confirm the order to acknowledge it. This tells the customer their order is being processed.
Step 2 — prepare
Mark it as Preparing. The customer sees the status update in real time.
Step 3 — hand off
- Ready for pickup — the customer can collect.
- Out for delivery — the courier is on the way.
Step 4 — complete
Close the order. Completing an order releases the merchant's cashback earnings for the customer.
Why completion releases cashback
Cashback is only earned on completed orders. If an order is cancelled, the customer's pending cashback is forfeited. This ensures you don't reward cancelled transactions.
When to cancel instead
- Out of stock — if a product became unavailable after the order was placed.
- Store closed — if the order arrived outside business hours.
- Customer request — if the customer asked to cancel.
Always include a reason — it's shown to the customer and recorded for audit.
How card orders work
If the customer paid by card and the bank hold needs confirming, the detail shows the card hold status and a Confirm action (capture the hold).
When to confirm a card hold
Confirm after the customer has received their order (delivered or picked up). Capturing the hold too early means you've taken payment for something not yet fulfilled. Capturing too late means the hold may expire and you lose the payment.
How to create a manual order
The "New order" flow lets staff place an order for a customer (for example a phone-in order):
- Choose branch — select which branch fulfils it.
- Add items — search and add products.
- Add customer — scan a QR (the customer's loyalty code) or create a customer (name + phone) by hand.
- Payment — card or cash on delivery.
- Fulfilment — delivery or pickup, with address/recipient for delivery.
Confirm to place the order.
When to use manual orders
- Phone orders — a customer calls in an order.
- Walk-in orders — a customer is at the counter and wants to order through Bione (for tracking and cashback).
- Correction orders — replacing a cancelled order with a new one.
How to search for an order
Use the search bar to find by order number. If a customer calls about their order, search by their name or phone to find it quickly.